Senior Practice Assistant: BWH Bridge Clinic Substance Use Disorder Clinic

Mass General Brigham•Boston, MA

19d•$19 - $28•Onsite

About The Position

The Senior Practice Assistant supports the Brigham and Women's Hospital Bridge Clinic, a transitional urgent care clinic for patients with substance use disorders. The role serves as a welcoming first point of contact for patients and caregivers, including people experiencing acute mental health and addiction challenges, and helps connect them with care. The position is based entirely in person at the Brigham and Women's Hospital main campus in Boston. Responsibilities include managing calls and patient check-in, scheduling and follow-up in Epic, addressing routine questions and concerns with the Practice Manager, maintaining a safe and compliant clinic environment, and providing administrative and operational support to clinical staff. The assistant also provides backup coverage across Substance Use Disorder teams and performs additional duties as requested.

Requirements

High school diploma or equivalent.
3–5 years of office experience.
Advanced Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.
Excellent customer service for internal and external customers and a courteous phone presence.
Clear, effective written and verbal communication skills.
Ability to prioritize work independently with little or no supervision.
Ability to interact effectively with all levels of management.
Strong organization and time-management skills.
Ability to follow established protocols and work within systems.
A calm, flexible approach in a fast-paced environment.

Responsibilities

Triage phone calls courteously and complete patient check-in according to BWH/BWPO Front Desk Standards.
Schedule appointments in Epic and make reminder and follow-up calls to patients who missed appointments.
Partner with the Practice Manager to address patient complaints, questions, and concerns.
Keep the clinic space orderly and follow Joint Commission, OSHA, HIPAA, and hospital guidelines.
Scan documents, including Releases of Information, into patient records.
Handle administrative tasks and data entry, order supplies, and serve as a resource for clinical staff.
Provide PSC backup coverage across Substance Use Disorder teams and take on additional duties as requested.
Manage the phone system, handle non-routine calls, and resolve routine issues.
Draft, edit, and proofread emails, memos, and letters, and take complete, accurate messages.
Support office operations, including filing, copying, scanning, printing, and faxing.
Manage competing priorities and time for oneself and others.